Highly engaged, dedicated leader focused on employee engagement, development and continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented, excellent sales coach and proactive in addressing and resolving problems.
Responsible for overseeing customer service and sales operations centers and stores in Western Mass, VT and Lebanon, NH. I'm responsible for hiring, coaching, development and providing a support system for a total of 38 employees to achieve and exceed key performance indicators, financial targets and customer satisfaction scores for the company. Led Service Center/Store team to 40% RGU growth from 2012 to 2015. Best in Class Voice of the Customer survey scores in the Northeast Division. Best in Class Employee Engagement scores in the Northeast Division in 2013 with an overall score of 83.2% and in 2014 with a score of 82.7% 2014.
Managed daily operations that consisted customer service quality, sales, account management, cash handling, inventory, and product ordering.
Responsible for training and developing a team of account managers with sales, collections, account management, merchandise and product set-up.
Controlled store displays and maintained a clean and safe environment for customers.
With my leadership helped store become best in sales in WMA Market.
Achieved top store status 10 consecutive months; January through October of 2006 for having a low collection debt of 5.9%.
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